SUMMARY:

• Global Leader in IT Solutions who can execute strategic initiatives and raise team performance to best - in-class levels.
• Skilled international IT Analyst with over 20 years of experience, exceptional work ethic, and customer service record. Direct experience providing bilingual (Spanish) service customer and technical support management regions of 1,500 users both globally and locally.
• Expertise in IT and communication peripherals asset management of hardware, software assets, and system configurations ensuring systems, hardware, and software installations are maintained to standards and validation requirements.

PROFESSIONAL EXPERIENCE:

IT Business Systems Analyst II

Confidential, Charlotte, NC

Responsibilities:

• Software Management and Reconciliation Team (SMART) GT&O Third Party Software Asset Management member.
• Organize and analyze purchase information to establish ongoing license entitlements for software vendors.
• Reconcile entitlements based upon Product Use Rights, rules, allowances, etc. they embody to product compliance report.
• Engage Enterprise Vendor Manager, Product Managers, Application Managers and Engineers to help collect, organize, and manage their licensed software.
• Guide the normalization, management and summation of customer purchase information to assure complete and accurate analysis of the information.
• Assist (and often lead) the process of defining the entitlement and inventory scope to assure entitlement and inventory information are properly aligned and consistent.
• Analyze purchase records and other entitlement information (including contracts, EULAs, EAs).
• Producing customer deliverable(s) and participate in customer communication across the entire life-cycle of a Software Asset Management (SAM) project.
• Collecting and managing SAM-related information by way of Flexnet, Ariba, eLedger. Research product and SKUs.

Senior Technical Support Analyst

Confidential, Charlotte, NC

Responsibilities:

• Managed senior level IT support for CEO, CFO, CHRO, CIO, Presidents, VPs, Directors, providing full on- boarding white-glove services for Corporate Executives and stakeholders.
• Global Service Delivery leader and technical lead, customer support via telephone, written documentation and electronic media, asset management of hardware and software, needs analysis, system configurations, software deployment, ensuring computer systems, hardware, and software are programmed and maintained to standards and validation requirements.
• ITIL v3 service delivery and support in areas of availability, capacity, IT service continuity management; incident, problem, change, release, configuration management and service desk.
• Worked collaboratively with teams, gather information, solicit feedback, and implement appropriate course of action to ensure best outcomes.
• Improvement of L2, L3 Service management. Technical support and troubleshooting PC and application issues. Visual Studio Community IDE, Professional, Enterprise 2015, 2017 installations and extension needs with components needed for real time feedback.
• Mentored, trained new staff, and optimized processes FCR to ensure high team performances. Maintained first rate customer satisfaction at all times. managed clients through software release cycles.
• Managed direct staff supporting Service Delivery, chat sessions resolving customer help request, IT equipment and software development life cycle from needs assessment through deployment. Vendor management Dell, L1 Support (Century Link. Cisco VPN for Windows and Mac, Remote collaboration, WebEx, Windows desktop administration, Windows 7, 8, 10, Mobile Device Management, iOS tablets and phones, Asset Lifecycle Management.
• Trained, coached and mentor analysts, conflict resolution, support of Service Desk Manager 12.7, Service Now, Hyperion Financial Management 11.1.2.3 LANDesk, Unified Communications, SharePoint, Skype for Business, ARS management, iSeries/ AS400 systems, OS imaging, Crestron Fusion, SolarWinds. Salesforce user management. Conducted weekly calls with global team members to address issues/escalations.
• Managed Audio/Visual setup and coordination with Executive Assistants, to support CEO, Board Member quarterly meetings, Investor Call quarterly meetings, Corporate HR, Corporate Legal, and Corporate Finance monthly meetings. Fluent in Crestron Fusion software. Ability to work in a high pressure environment.
• Continued regular written and in-person communications with executives, department directors Developers and end users regarding pertinent IT activities. Monitor processing requests and the interactions, delegation of assigned service team.
• Achieved 100% deployment of software, Microsoft Office 2010, 2013, 2016, OneDrive utilization, SharePoint Office 365, and Skype for Business.

Systems Administrator

Confidential, Newport, NC

Responsibilities:

• Managed, monitored, troubleshoot, isolation and resolution of IT systems and application service and AV faults, proactive detection, computer network requirements, planning configuration analyzing KPIs and SLA performance adherence.
• Administer and maintain Active Dir user accounts, permissions, and access rights, groups.
• Managed servers Windows 2012, 2003, Exchange, print and backup servers and their associated operating systems and software.
• Installed, configured, maintained, and troubleshoot end user workstation hardware, software, and peripheral devices.
• Managed network hardware and equipment, including routers, switches.
• Administered equipment, hardware and software upgrades.
• Asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Performed system backups and disaster recovery.
• Monitor and test network performance and provide network performance statistics and reports
• Recommended, scheduled, and performed network improvements, upgrades, and repairs
• Improved systems administration and conversion initiatives while translating in Spanish for direct support of facilities in South America (Chile, Argentina, Brazil, Colombia, Mexico).
• Managed software licensing, hardware, and vendor communications.

Systems Administrator

Confidential, Newport, NC

Responsibilities:

• Managed network hardware and software, analyzed problems, and monitored the network to ensure availability to system users. Gathered data to identify user needs and then used that information to identify, interpret, and evaluate system and network requirements.
• Administered domain controller, backup Blade server, file server, Wins, DHCP server.
• Systems administration while translating in Spanish in direct support of facilities in South America (Chile, Argentina, Brazil, Colombia, Mexico).
• Created customized reports determining efficiencies gained. Determined infrastructure need and provided recommendation for hardware and software support.
• Performed TCP/IP configurations, resolved connectivity issues, carried out upgrades and repairs to desktop systems and printers. Installed and supported the company’s LAN, WAN network segment.
• Supported desktop network connectivity, optimization, repair, replacement, and maintenance.
• Project lead on 100% of systems conversions, OS and software implementations.

Confidential

Responsibilities:

• Trained Marine soldiers for operation readiness and humanitarian support.
• Served as Battalion Color Guard - Confidential colors during ceremonies and change of command.
• Served as communication and transmission support specialist.
• Instructed incoming soldiers on weapon systems.
• Served 4 years applying military skills and knowledge in home-station environments as well as overseas assignments and duties.